I am experiencing similar issue with KUIU Pro suspension.
They supply the lumbar pad with a "huge" foam insert and another one to make it even better.
Those two pads together are sticking ~2" beyond hip belt surface and is very stiff when compared to other packs. Who are their intended customers?
The problem is that preinstalled insert is non removable (at least without damaging the pad) and even if was the optional insert is not good for the job (too thin, too stiff and non-vented).
When I returned by bag, I've proposed to supply the bag with 2 vented inserts (each half the size of the current one) and the same optional one they supply now.
TBH, I am sure they will ignore my suggestion since their current solution is good enough for most.
Also, they offer only one size of shoulder straps which is a problem for people with short torso.
The straps even when in the lowest position (touching the lumbar pad) are still too long for torso under 17" and causing "bunching" of the straps on the back and shift forward of the load lifter sling strap base. Those two together cause tilt backward of the pack and incomplete contact of the straps with the back.
I spent days trying to find correct fit and almost convinced myself that I am doing something wrong until I've found a video (
) in which KUIU reps demonstrated my issue and claimed that is how it should be. The problem is my old APLS Traverse EPS for 1/5 of the cost doesn't have the issue and fits much better.
I think KUIU are not willing or just incapable to help everyone using their current marketing/manufacturing model.
They prefer to have single model lumbar pad and shoulder strap at a cost of loosing some business.
That is unfortunate since the technologies they utilize (materials and designs) are great and sometimes they have incredible sales.
Well, there is always Kifaru, Exo and SG who will gladly receive our money for more customized products.